Complaints Process - Vanzone
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Complaints Process

Complaints Handling Procedure

Last Reviewed: April 24, 2024

What to do if you have a complaint?

If you wish to register a complaint, please contact us:

  • In writing: Principality Motor Company Limited t/a Vanzone.co.uk
  • By phone: 02922 678010
  • By email: cancel@vanzone.co.uk

If you cannot settle your complaint your complaint with us, you may be entitled to refer this to the Financial Ombudsman Service.

FCA Definition of complaint:  any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination

Vanzone aim to respond to your complaint in 3 working days and have an outcome within 5 working days. These will be monitored on the Vanzone complaints log.

The Financial Ombudsman Service Our aim is to resolve all complaints internally.

However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

Dispute Resolution Service

Unresolved disputes may be referred to the BVRLA by either the customer or the member involved.

Details should be submitted online at https://bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

If the customer does not have access to the internet, details can be sent by post to:

British Vehicle Rental & Leasing Association 

River Lodge, Badminton Court 

Amersham, HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days.

Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days.

If you have questions or concerns regarding this Complaints Policy, you can contact us by writing to us at sarah@vanzone.co.uk or by mail at Vanzone, Unit 323, Vale Enterprise Centre, Hayes Road, Sully, Vale of Glamorgan, CF64 5SY.

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